A smart process should have such process intelligence and 'know' enough to be rigorous, flexible and resilient.
Business processes underpin business capabilities; a unique set of key business capabilities can differentiate business from competitors and directly drive high performance business result. A smart business needs to build smart business process, as smart processes are the cornerstones of smart business, but how will you consider a business process smart?
- A smart process is rigorous; it can handle ad-hoc and exceptional matter so smoothly. A business process is "smart" when it accommodates controlled excursions away from what would otherwise be a rigid sequence of steps. A smart process follows BPM principles, but encourages innovation as well.
- Consider a business process smart if it is lean (unnecessary complexity removed) and has the detailed analysis including documents such as business case, business rules, and a process flow that defines the who, does what, when do they do it, and how do they perform the units of work both manually and through digital formats
- A smart process is flexible. An effective BPM can give you enough flexibility to execute the process. BPM should generate the process improvement alerts with historical data. Smart process needs to have dynamic aspects to it. Business Rules in processes should not be rigid, but, need the ability to act more as a rules framework which can be used based on intelligence dynamically.
- A smart process ‘know’ enough to be able to handle failure effectively. To make process Smart, the Process solution specialist has to identify the failure points in the process and find ways the process should handle these failure points using Rules Engine
- A "smart" process is one
that solves the customers’ problems with a minimum of interaction. And
it follows SMART principle -specific, measurable, achievable, relevant,
and time-based goals.
-Process should be Specific to the need to customer, so that it follows right path
-Process should have SLAs, KPIs and these should be captured and measured.
-Process should enable or provide features to achieve the goal like ad-hoc process
-Process should be relevant by providing context specific functionality like Case Management
-Process should capture efforts and cost and time to ensure the goal of customer is met.